Voice XML: Bringing Agility to Customer Self-Service with Speech About Eric Tamblyn Voice XML: Bringing Agility to Customer Self-Service with Speech
|
|
- Annabel Nichols
- 8 years ago
- Views:
Transcription
1 Voice XML: Bringing Agility to Customer Self-Service with Speech Author: Eric Tamblyn, Director of Voice Platform Solutions Engineering, Genesys Telecommunications Laboratories, Inc. About Eric Tamblyn Eric has over 17 years of experience in customer service operations, e-business applications technology and engineering, with direct expertise in Customer Interaction Engineering methodologies and Customer Relationship Management applications. Currently Eric directs a 12-member Solutions Engineering Organization at Genesys Telecommunications Laboratories focused on the Genesys Voice Platform and Global Partner Alliances. He is responsible for the design, capacity planning, customer account management and satisfaction at Genesys Telecommunications Laboratories. Prior to joining Genesys, Eric held Technical Management positions at Edify Corp. and Syntellect. Eric graduated from the SMU Cox School of Business in Dallas, Texas. Voice XML: Bringing Agility to Customer Self-Service with Speech In 1998, EXtensible Markup Language or XML was born. Hailed as a revolutionary new language for the reconciling of disparate platforms on the Internet, XML promised to revolutionize the way code is written. Fast-forward to 2006, and that promise is being fulfilled as companies across the globe use XML technologies to drive business agility and innovation. This is especially true within the contact center function where Voice XML (vxml) technology, a markup language used for creating applications for the telephone, is changing the way companies manage customer service and interactions. Voice Self-Service is a software application that is accessible over the telephone, which uses speech commands and speech recognition to provide either information to the callers or perform transactions, such as obtaining account balances or transferring funds. Over the last few years, three major drivers are influencing rapid growth of Voice Self-Service. These drivers are increasing phone usage, technology evolution, and the adoption of open standards. With the advent of the Internet, many enterprises have deployed web-based channels such as and chat to manage customer interactions. Web-based channels provide an inexpensive means to manage customer interactions because they reduce telecommunications costs. However, consumers continued to use the telephone to contact the enterprises. Many factors, such as convenience, lack of access to Internet and the ubiquitous nature of the telephone, contribute to the continued choice of telephone over other channels. The rapid rise of cell phones is continuing to fuel the usage of telephone. As enterprises are acutely aware of their customers preferences, they continue to invest in managing telephone calls and delivering agent-based service, while constantly looking for ways to reduce costs using self-service.
2 Technology evolution speech technology is also contributing to the rise of Voice Self-Service. For over a couple of decades, enterprises have provided DTMF-based (Dual-Tone Multi-Frequency) voice self-service applications using touch-tone DTMF technologies to their customers. Customer dissatisfaction with DTMF applications is quite well-known. Almost every caller can recall a frustrating experience with a touch-tone application. As a result, increasing self-service to effectively decrease customer support costs has become a significant challenge to enterprises. In addition to unhappy customers, enterprises are dealing with legacy interactive voice response (IVR) systems, which are proprietary, inflexible and highly expensive to maintain. Indsutry analysts, Gartner 1, note that best practices in self-service have radically changed over the past three years with the core result of improving business operations significantly. They point to three significant changes including: the wide-scale adoption of standards-based architectures for voice portals the increased use of speech recognition technologies the move toward Web-based architectures The increased adoption of speech recognition provides a strong driver for companies to replace aging proprietary IVR systems with the standards-based voice portal systems. In competitive industries such as retail banking and telecommunications, the ability to create agile IT architectures and voice self service environments, which can quickly and easily be updated as marketing and business plans change, is crucial. Speech applications, which can understand spoken commands, have emerged as an alternative to DTMFbased applications, providing a more natural user experience to callers, while decreasing the costs of customer support. However, delivering speech applications using legacy IVR systems is not an ideal scenario because they are propriety hardware platforms and were not designed to support speech commands. Hence speech applications were prohibitively expensive until open standards emerged. Voice XML and open standards, however, have changed everything. 1 Gartner Research: ID Number: G , Title: Genesys-VoiceGenie Deal Will Create Clear Voice Portal Leader, 7 April 2006, Authors: Steve Cramoysan, Drew Kraus Page 2
3 The Open Standards Promise Over the last few years, speech-based self-service applications have started to take off in supporting customer interactions over the telephone. Many enterprises, particularly in financial services, telecommunications and healthcare industries, deployed speech applications to increase customer satisfaction and decrease their customer support costs. Other industries are following the trend. Open standards, such as web technologies and voice XML technology, have been a key driver in the growth of speech-based customer service applications. Open standards promise enterprises several benefits such as reduced application development costs; the ability to leverage existing web infrastructure (hardware and software); reduced operating expenses by eliminating the need for a separate Telecommunications group to manage the new open standards-based software; and access to multiple emerging applications as more and more vendors race to provide standards-based software. Hence, the promise of open standards is very attractive for enterprises that are looking to do more with less. While there is a great potential to realize the promise of open standards, enterprises need to be cognizant of several issues that play critical roles in making their speech application strategy work. Here we examine those issues and provide an insight into how enterprises can ensure the return on investment (ROI) on their Voice Self-Service investments. The Voice Self-Service Value Chain A crucial element in the successful deployment of Voice Self-Service solutions for any enterprise is to understand the Voice Self-Service value chain. The value chain consists of hardware vendors (e.g., Intel, AMD, NMS), core speech technology software vendors (e.g. Nuance), vamp platform vendors (e.g., Genesys Telecommunications and Voice Genie who have recently merged), developer tool vendors (e.g., Audio, Voice Objects) and application developers (e.g., Recommence). Open standards provided a disaggregated value chain, as an alternative to a vertically integrated value chain of legacy IVR systems, to deliver the promised benefits. Enterprises can benefit from understanding each value chain member s role and utilize their contestability to achieve higher returns on investment. While all value chain members play critical roles, vxml platform software vendors play a crucial role in making an enterprise s Voice Self-Service initiatives successful. vxml platform software is like the foundation to a house; it is the open platform upon which voice applications are built and run upon, serving as the critical link between voice applications and underlying component technologies such as Page 3
4 telephony hardware and speech technologies. Building a foundation first, enterprises must select a vxml platform software vendor before attempting to select other value chain members. Case study: StarHub, a Singapore-based cable service provider, uses vxml technology to enhance the experience of pay-per-view cable TV subscribers. The Genesys open standard voice platform solution has enabled StarHub to integrate multiple IT platforms within the call center. As a result, StarHub s customer care center now provides customers with more self-help service options, such as the Activation/Deactivation of Value Added Services (VAS) via a voice portal. Philip Tan, Senior Vice President and Head of Customer Experience and Information Services Division at StarHub notes that, "If we suddenly have a high demand for a pay-per-view football match, instead of speaking to a call center consultant, we can quickly reconfigure the system so that customers can simply make their program selection and payment through the highly-configurable Genesys Voice Platform and self service system." Enterprise Voice Self-Service Strategy Before attempting to develop and deploy voice self-service solutions, enterprises must craft their enterprise-wide voice self-service strategy. Projects can fail because companies fail to consider the environment in which they function.. The following aspects should be considered when deploying a voice self-service application: 1. Realize that the application will be customer-facing and seek to enhance the customer experience not just cut costs 2. Understand the state of Voice Self-Service in the current contact center deployment 3. Identify a vxml platform software partner who has experience in your industry and ask for customer references 4. Identify suitable application categories where speech-based Voice Self-Service can be deployed (e.g. check order status, transfer funds) 5. List the expected benefits from speech-based Voice Self-Service and devise metrics to measure the benefits and the ROI 6. Identify candidate applications and create a roadmap 7. Perform a gap analysis in skill-sets of existing resources in order to move to an open standardsbased application development 8. Use speech experts or dialogue designers to help design dialogue patterns that are intuitive and will enhance the customer experience 9. Put into place a solid test plan to ensure that the customer experience is positive 10. Constantly review the application to ensure that is stays current and useful Page 4
5 vxml Platform Software Selection Criteria Enterprises should employ the following criteria while choosing a vxml platform software vendor: Choice The platform software must provide a choice of speech recognition software, text-tospeech (TTS), language capabilities, developer tools, TDM vs. IP, and signaling. Having a choice in the selection will enable enterprises employ the contestability within the value chain. Consistency The platform software must provide support for all relevant open standards such as vxml, Speech Application Language Tags (SALT), Speech Synthesis Markup Language (SSML), and Speech Recognition Grammar Specification (SRGS). A point to note is that earlier this year, Microsoft announced support for vxml for the next release of its speech recognition software and telephony platform, Microsoft Speech Server 2007 (MSS 2007) this will help drive adoption of vxml as well as probably herald a decline in the general use of SALT. In addition to supporting current standards, the platform software must be built to be future-proof in order to accommodate emerging standards, without forcing enterprises to rewrite applications written in current standards. Enterprises will benefit from reduced application development costs as there is no need to employ expensive specialized IVR programmers to build standards-based applications. Control The platform software must provide control on deployment, operations, performance, and scalability. Further, the platform software must support true open standard architecture that facilitates separation of platform software from application execution. Enterprises should expect complete control on their platform software and on applications in various scenarios such as premises-based deployment, hosted deployment, and mixed-deployment (premises-based deployment with fail-over/burst-up capacity in a network). The enterprise efforts to select a vxml platform software vendor that delivers on choice, control and consistency will play a critical role in achieving the return on investment (ROI) on the speech-based Voice Self-Service. The New Application Development Paradigm Open standards paved the way for a new application development paradigm. Before vxml, enterprises relied heavily on custom application development, as there is no way to standardize application offerings from different application developers. Since every application was being built from ground-up, enterprises incurred significant expenditure in building and maintaining applications. Open standards provided opportunities for pre-packaged applications that significantly reduce total cost of ownership of applications. Hence, enterprises have the opportunity to realize a higher ROI while Page 5
6 maintaining control of application development, maintenance and operations. Hence, enterprises have the following options: Build custom applications. When building custom applications, enterprises can either use in-house resources or outsource to the vxml platform software vendor. Alternatively enterprises can outsource to a preferred application developer that possess the domain and technological experience. License pre-packaged applications. Instead of building custom applications from ground-up, enterprises can license pre-packaged applications and customize them to suit their specific needs. Enterprises can often achieve higher ROI by utilizing pre-packaged applications. There is a potential risk in deploying pre-packaged applications, as many of these application vendors are small start-up companies. Hence, enterprises must exercise appropriate caution, such as requiring the pre-packaged application vendor to keep the source code in escrow, to mitigate risks. Whether an enterprise chooses to build custom applications or license pre-packaged applications, it must explore both possibilities for every application. Open standards provide the basis for pre-packaged applications success as for the availability of pre-packaged applications is not limited by the market share of any specific vxml platform software vendor. Deployment Options Enterprises have a choice of deploying Voice Self-Service applications either on premises or in network. Premise-based deployments have higher capital and operating expenses than network-based deployments, where enterprises pay during the duration of the hosting service. Each option has its own advantages and disadvantages. As a rule of thumb, if an enterprise is in the initial stages of its Voice Self- Service strategy, utilizing a network service provider to host its applications will result in a quicker ROI at a considerably reduced risk. The following factors are relevant when enterprises make a deployment selection: Security. Enterprise security standards play a big role in determining whether to deploy on premises or in network. Number of calls serviced & expected life of applications. The higher the number of calls and longer the expected life of applications, the higher the costs for a network-based deployment. Operating expenses. Going to a hosting provider instead of retaining internal operations staff to maintain Voice Self-Service software and applications can reduce operating expenses. Expected functionality. Enterprises may not choose a hosting option if expected functionality is not available with any network service provider. Page 6
7 Fluctuating capacity requirements. Enterprises that experience fluctuating capacity requirements will benefit from either network-based deployment or mixed deployment. Conclusion Enterprises can realize the promise of open standards by understanding and utilizing the Voice Self- Service value chain to drive down costs and increase the ROI. The selection of the vxml platform software vendor is a critical first step that determines the success of the entire Voice Self-Service solution. Application development and maintenance costs are continuing to be significant in the overall investment, but enterprises can take advantage of pre-packaged applications to drive down the costs of applications. The ROI on Voice Self-Service investments will also be determined by a host of factors including the selection of a vxml platform software vendor, application and deployment choices made by the enterprise. Page 7
Buying Guide: On-Demand vs. On-Premise IVR Systems
White Paper Buying Guide: On-Demand vs. On-Premise IVR Systems Selecting a Deployment Platform for Voice-Based Services NOVEMBER 2008 1310 Villa Street Mountain View, CA 94041 T: 650.930.9000 clients@tellme.com
More informationCustomer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high
More informationHosted IVR and Contact Center Solutions: The Compelling Case for Adoption
Hosted IVR and Contact Center Solutions: The Compelling Case for Adoption A Syntellect, Inc. White Paper 16610 N. Black Canyon Hwy, Suite 100 Phoenix, Arizona 85053 602.789.2800 www.syntellect.com Revised
More informationEverything you need to know about Hosted Contact Centre Solutions
Everything you need to know about Hosted Contact Centre Solutions Reference: A Global Speech Networks Whitepaper Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria
More informationSIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform
-Based Solutions in the Contact Center: To stay competitive and keep their customers happy and loyal, companies are working hard to enhance customer service as costeffectively as possible. Contact centers
More informationEvaluating Speech Self-Service Platforms
December 8, 2004 Evaluating Speech Self-Service Platforms by Elizabeth Herrell TECH CHOICES Helping Business Thrive On Technology Change TECH CHOICES Includes a Forrester Wave December 8, 2004 Evaluating
More informationThe Broadening of Contact Centers Horizons
The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2
More informationInformation. OpenScape Contact Center Voice Portal V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff
Information V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff Communication for the open minded Siemens Enterprise Communications www.enterprise.siemens.com/open Highlights Seamlessly
More informationCisco Healthcare Intelligent Contact Center
Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication
More informationPRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0
Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development
More informationCisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
More informationVXI* IVR / IVVR. VON.x 2008 OpenSER Summit. Ivan Sixto CEO / Business Dev. Manager. San Jose CA-US, March 17th, 2008
VXI* IVR / IVVR San Jose CA-US, March 17th, 2008 Ivan Sixto CEO / Business Dev. Manager VON.x 2008 OpenSER Summit Index 1 About INET 2 What is VoiceXML? 3 VXI* Platforms for IVR / IVVR 4 Customer's Business
More informationIVR CRM Integration. Migrating the Call Center from Cost Center to Profit. Definitions. Rod Arends Cheryl Yaeger BenchMark Consulting International
IVR CRM Integration Migrating the Call Center from Cost Center to Profit Rod Arends Cheryl Yaeger BenchMark Consulting International Today, more institutions are seeking ways to change their call center
More informationMoving to the Cloud Eric Tamblyn, VP Global Product Innovations
Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationThe Power of Retail Self-Service Solutions
White Paper The Power of Retail Self-Service Solutions January 2006 With the explosion of e-commerce and advances in computer-telephony integration (CTI), the telephone has re-emerged as a potent third
More informationcustomer care solutions
customer care solutions from Nuance white paper :: Voice Automation Top 10 Key Considerations For Deploying Voice NUANCE :: customer care solutions Introduction Voice automation can improve the way your
More informationBuilding Applications with Vision Media Servers
Building Applications with Vision Media Servers Getting Your Ideas to Market Fast David Asher Director, Product Management, Platform Solutions NMS at a Glance Founded in 1983, publicly traded since 1994
More informationImproving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationFederating Customer Service
april 2009 Federating Customer Service: An Effective Approach to Simplifying Your Multi-Dimension Contact Center Operation Table of contents Executive Summary...1 Market Dynamics Affect Customer Service...2
More informationA Business White Paper. Why Hosted? Go Beyond the Traditional Contact Center
A Business White Paper Why Hosted? Go Beyond the Traditional Contact Center August 2008 Why Hosted: Go Beyond the Traditional Contact Center Table of Contents 3 Executive Summary 4 The Hosted Contact Center
More informationWhite Paper Telecom. Contact Center Outsourcing: Lessons from the Enterprise
White Paper Telecom Contact Center Outsourcing: Lessons from the Enterprise White Paper Contact Center Outsourcing: Lessons from the Enterprise Executive Summary Enterprises strive for service excellence
More informationCisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
More informationTHE BROADENING OF CONTACT CENTERS HORIZONS
BUSINESS WH IT E PA PE R Working together THE BROADENING OF CONTACT CENTERS HORIZONS GENESYS ONE TABLE OF CONTEN TS Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...
More informationAvaya Aura Orchestration Designer
Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design and deployment of voice and multimedia applications and agent
More informationDelivering advanced self service and ease of use
Alcatel-Lucent OmniTouch 4625 contact Center Interactive voice Response Delivering advanced self service and ease of use Evolve customer service for business success Like many other enterprises in your
More informationCOMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS
COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Center?...1 Market Trend: IP Migration Reduces Contact Center Overhead
More informationPBS&J Drives Caller Satisfaction with Voxeo-Powered 511 Phone Applications
CASE STUDY: Prophecy IVR Hosting PBS&J Drives Caller Satisfaction with Voxeo-Powered 511 Phone Applications PBS&J provides experience in engineering, program management, and information technologies to
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationCustom Software Development Portfolio. Innovation Collaboration Evolution Results
Phonecierge SOFTEL Verifier First Responder Innovation Collaboration Evolution Results Bespoke Custom Software Portfolio SOFTEL Communications Complete Customized Software Services Designing software that
More informationIP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.
IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine
More informationConvergence: The Foundation for Unified Communications
Convergence: The Foundation for Unified Communications Authored by: Anthony Cimorelli, Senior Product Marketing Manager Onofrio Norm Schillaci, Principal Sales Engineer Michelle Soltesz, Director, Marketing
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationCustomer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys
Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities
More informationThe Strategic Guide to IVR Investments in Carrier Environments
The Strategic Guide to IVR Investments in Carrier Environments An Ovum White Paper sponsored by HP Publication Date: August 2010 INTRODUCTION Carriers must differentiate on service and application delivery
More informationCOMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES
COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Centre?...1 Market Trend: IP Migration Reduces Contact Centre Overhead
More informationThe Emergence of Electronic Customer Relationship Management
The Emergence of Electronic Relationship Management Howard G. Bernett Marcy D. Kuhn Today s online consumer has more complex needs and much higher expectations than ever before. s not only want to shop
More informationIP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY
IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact
More informationEvolving Tool Strategies in the Voice Channel
WHITE PAPER Evolving Tool Strategies in the Voice Channel Following the ways of the web INTRODUCTION Sponsored by Publication Date: July 2007 For over two decades, the interactive voice response (IVR)
More informationwhite paper Why Moving Your Contact Center to the Cloud is the Way to Go
white paper Why Moving Your Contact Center to the Cloud is the Way to Go WHITE PAPER table of contents 3 abstract 3 the changing contact center industry 4 cost benefits of hosted solutions 4 Scalability
More informationBeyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing
WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2
More informationMobile Application Languages XML, Java, J2ME and JavaCard Lesson 03 XML based Standards and Formats for Applications
Mobile Application Languages XML, Java, J2ME and JavaCard Lesson 03 XML based Standards and Formats for Applications Oxford University Press 2007. All rights reserved. 1 XML An extensible language The
More informationUnderstanding the Business Case of Network Function Virtualization
White paper Understanding the Business Case of Network Function Virtualization Part I of the series discusses the telecom market scenario in general, market and business drivers behind push for a building
More informationAlcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service
Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard
More informationcustomer case study TXU ENERGY IMPROVES CALL CONTAINMENT BY 18%; SEES 11% LIFT IN CSAT
customer case study TXU ENERGY IMPROVES CALL CONTAINMENT BY 18%; SEES 11% LIFT IN CSAT Our senior leadership team was blown away when they heard the customer engagement with the system. The entire room
More informationcustomer care solutions
customer care solutions from Nuance white paper :: The ROI of Hosted IVR Why Organizations are Investing in Customers, Not Equipment NUANCE :: customer care solutions Hosted speech IVR is rapidly overtaking
More informationContents. Specialty Answering Service. All rights reserved.
Contents 1 Introduction... 2 2 PBX... 3 3 IP PBX... 4 3.1 How It Works... 4 3.2 Functions of IP PBX... 5 3.3 Benefits of IP PBX... 5 4 Evolution of IP PBX... 6 4.1 Fuelling Factors... 6 4.1.1 Demands from
More informationVersion 2.6. Virtual Receptionist Stepping Through the Basics
Version 2.6 Virtual Receptionist Stepping Through the Basics Contents What is a Virtual Receptionist?...3 About the Documentation...3 Ifbyphone on the Web...3 Setting Up a Virtual Receptionist...4 Logging
More informationProgram Guide 2012. Program Guide
Program Guide 2012 GENESYS PARTNER Program Guide Genesys Partner Year March 2012 February 2013 Program Guide 2012 / page 2 OVERVIEW We understand the importance our partners play in meeting our customer
More informationVoicemail. Advanced User s Guide. Version 2.0
Advanced User s Guide Version 2.0 Contents Introduction to the Documentation... 3 About the Documentation... 3 Ifbyphone on the Web... 3 Logging in to your ifbyphone Account... 3 Setting Up a Voice Mailbox...
More informationGUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER
GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR
More informationEnsim VoIP White Paper
Ensim White Paper Key Drivers for Ensim Ensim solves the critical customer pains and barriers to rapid, scalable and ultimately successful hosted deployments. Leveraging Ensim, the Carrier is empowered
More informationContact Center Outsourcing: Lessons from the Enterprise. White Paper
Contact Center Outsourcing: Lessons from the Enterprise White Paper White Paper Contact Center Outsourcing: Lessons from the Enterprise Executive Summary Enterprises strive for service excellence to win
More informationA Hyperion System Overview. Hyperion System 9
A Hyperion System Overview Hyperion System 9 Your organization relies on multiple transactional systems including ERP, CRM, and general ledger systems to run your business. In today s business climate
More informationVOXOX 5BENEFITS OF A. HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES. a VOXOX ebook. Communications to the Cloud:
VOXOX 5BENEFITS OF A HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES a VOXOX ebook 0Taking 2013 VOXOX, Inc. Communications to the Cloud: CONTENTS 2 INTRODUCTION 3 TOP CHALLENGES 7 FINDING A SOLUTION 12
More informationEffectively Managing Communications with Customers During a Service Outage
Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to
More information- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy
Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face
More informationLeverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences
A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction
More informationLITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION
LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer
More informationAn ADTRAN White Paper. Unif ied Communications: Hosted versus Premises-based
An ADTRAN White Paper Unif ied Communications: Hosted versus Premises-based Table of Contents 4 What is Unified Communicaions? 4 Implementing UC Solutions Hosted UC Premises-based UC 5 Choosing a Hosted
More informationHow Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys
How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000
More informationSupport and Compatibility
Version 1.0 Frequently Asked Questions General What is Voiyager? Voiyager is a productivity platform for VoiceXML applications with Version 1.0 of Voiyager focusing on the complete development and testing
More informationInsurance Carrier Portal
Experience Innovation Results C U S T O M E R C A S E S T U D Y Insurance Carrier Portal Legacy Systems Modernizaton FAST FACTS: INDUSTRY: Financial Services (Insurance) VIZURI CUSTOMER SINCE: 2005 LOCATION:
More informationDeploying Cisco Unified Contact Center Express - Digital
Course Code: CUCCX Vendor: Cisco Course Overview Duration: 5 RRP: 2,396 Deploying Cisco Unified Contact Center Express - Digital Overview This course provides you with hands-on experience and knowledge
More informationHosted Speech and Outbound IVR Services (Strategic Focus)
STRATEGIC FOCUS REPORT Hosted Speech and Outbound IVR Services (Strategic Focus) Overcoming commoditization in hosted IVR OVERVIEW Catalyst Reference Code: DMTC2239 Publication Date: June 2008 The introduction
More informationMARKET BRIEF Plug and Play: Managed IP Telephony
MARKET BRIEF Plug and Play: Managed IP Telephony Sponsored by: NEC William Stofega September 2006 IP TELEPHONY: BENEFITS AND CHALLENGES Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200
More informationGUIDEBOOK MICROSOFT DYNAMICS NAV
GUIDEBOOK MICROSOFT DYNAMICS NAV Corporate Headquarters Nucleus Research Inc. 100 State Street Boston, MA 02109 Phone: +1 617.720.2000 Nucleus Research Inc. THE BOTTOM LINE Microsoft Dynamics NAV is a
More informationIVR Improvement Strategies 2011
IVR Improvement Strategies 2011 Customer Experience Rules Integrated Voice Response (IVR) is the most widely used call center technology worldwide, after the switch or Automatic Call Distributor (ACD).
More informationHow To Manage An Ip Telephony Service For A Business
Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,
More informationTesting IVR Systems White Paper
Testing IVR Systems Document: Nexus8610 IVR 05-2005 Issue date: Author: Issued by: 26MAY2005 Franz Neeser Senior Product Manager Nexus Telecom AG, Switzerland We work to improve your network Abstract Interactive
More informationVoIP in the Enterprise
VoIP in the Enterprise Date: March. 2005 Author: Sonia Hanson Version: 1.1 1 1 Background Voice over IP In the late 1990s Voice over IP (VoIP) was seen as a disruptive new technology that had the potential
More informationVoIP Deployment Options
AN ATLANTIC-IT.NET WHITEPAPER VoIP Deployment Options Whether cloud-based or on premises, IP-based voice platforms can deliver a wide range of significant business benefits. 2 VoIP Deployment Options EXECUTIVE
More informationImproving the Contact Center Customer Experience
WHITE PAPER Improving the Contact Center Customer Experience The Case for Next-Generation Customer Care Solutions With SOA The contact center has become the communications frontline for all critical consumer
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationShared VRU. A Key Link in Your Customer Service Chain Kyle Shadday, Director, Voice Response Strategy
Shared VRU A Key Link in Your Customer Service Chain Kyle Shadday, Director, Voice Response Strategy Agenda Voice response within FIS Telephone banking today FIS shared VRU roadmap Speech recognition Unleash
More informationWorkforce Management IVR. A multi-service voice platform
WFM Workforce Management IVR Information Sheet Introduction High Level Overview Features Solution Components Industries Applications Call Flows Reporting Implementation and Deployment About Syntellect
More informationCross-Domain Service Management vs. Traditional IT Service Management for Service Providers
Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory
More informationCloud Contact Center ROI
Cloud Contact Center ROI How the NexxPhase Customer Interaction Manager Technology has reduced Cost and Improved Operations in NexxLinx Contact Centers. NexxLinx Contact Center ROI White Paper will focus
More informationWhite paper Reaping Business Value from a Hybrid Cloud Strategy
White paper Fujitsu Hybrid Cloud Services White paper Reaping Business Value from a Hybrid Cloud Strategy How to embrace a hybrid cloud model to maximize the benefits of public and private cloud services
More informationNew World of Customer Expectations
New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered
More informationVolume 1. Best Practices in Choosing the Right Voice Platform
Volume 1 Best Practices in Choosing the Right Voice Platform Volume 1 > Best Practices in Choosing the Right Voice Platform page 1 of 10 > Table of Contents Introduction.....................................................................................
More informationEmpowering Enterprise-Wide Customer Service with SIP
Empowering Enterprise-Wide Customer Service with SIP Table of contents Customer Service in Evolution...1 SIP Enabling IP Customer Service Transformation...6 Unified Communications and Collaborations Improve
More informationnew voice technologies deliver
new voice technologies deliver to your web environment Solution Brief Development Tools A roadmap for Web-based voice applications You understand the Web and how to develop applications for it. But do
More informationDifferentiate your business with a cloud contact center
Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September
More informationMarketScope for IVR Systems and Enterprise Voice Portals
G00250282 MarketScope for IVR Systems and Enterprise Voice Portals Published: 12 August 2013 Analyst(s): Jay Lassman, Bern Elliot Mobile device use is the leading driver of new interactive voice response
More informationR O I C a s e S t u d i e s
HIGHLIGHTS Goal: For to launch a new call centre and ensure that it functions reliably even under the highest loads. Solution: Empirix Hammer On-Call Results: was able to upgrade its call centre while
More informationTechnology Spoken Here...
TECHNICAL GUIDE VISUAL IVR Technology Spoken Here... Supported Formats Web Easily embed Visual IVR in your existing website or web self-service site. With plug-ins for all the major CMS systems plus provided
More informationAligning CFO and CIO Priorities
whitepaper economics Aligning and Priorities Forward-thinking organizations are viewing computing as an investment in business transformation, not just a way to cut costs for IT. Thanks to the, s and s
More informationVirtualization. Key Initiative Overview
Philip Dawson Research Vice President Virtualization brings flexibility, agility and increased capabilities to enterprise users. IT leaders can use this overview to assess their virtualization needs and
More informationE I M S - Interactive Voice Response System
E I M S - Interactive Voice Response System Redox Technologies is a pioneer in computer telephony development and IVR service bureaus. We have developed, implemented and maintain no. of applications currently
More informationInfor10 Corporate Performance Management (PM10)
Infor10 Corporate Performance Management (PM10) Deliver better information on demand. The speed, complexity, and global nature of today s business environment present challenges for even the best-managed
More informationSTATE OF THE IVR: INDUSTRY EXPERTS WEIGH IN Insights and best practices for getting the most out of your IVR interactions.
tech line / nov 2013 STATE OF THE IVR: INDUSTRY EXPERTS WEIGH IN Insights and best practices for getting the most out of your IVR interactions. By Ken Barton, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com
More informationAdopting Service Oriented Architecture increases the flexibility of your enterprise
Adopting Service Oriented Architecture increases the flexibility of your enterprise Shireesh Jayashetty, Pradeep Kumar M Introduction Information Technology (IT) systems lasted longer earlier. Organization
More informationTHE QUEST FOR A CLOUD INTEGRATION STRATEGY
THE QUEST FOR A CLOUD INTEGRATION STRATEGY ENTERPRISE INTEGRATION Historically, enterprise-wide integration and its countless business benefits have only been available to large companies due to the high
More informationMultimodality: The Next Wave of Mobile Interaction
Multimodality: The Next Wave of Mobile Interaction White Paper Multimodality is exciting new technology that promises to dramatically enhance the mobile user experience by enabling network operators to
More informationVocalité Version 2.4 Feature Overview
Vocalité Version 2.4 Feature Overview 1 Copyright and Trademark Information 1994 2005 Interactive Intelligence Inc./ Vonexus Inc. All rights reserved. Vonexus is a wholly-owned subsidiary of Interactive
More information